20-Mar-03
		QUALITY ASSURANCE AUDIT SCORECARD INSTRUCTIONS
The instructions for the completion of the Quality Assurance Audit Scorecard are general in nature.
Each station/location is different and the Scorecard itself should be modified to meet the station / location's needs.
The Scorecard should be used by the Supplier periodically to track their performance.  The Scorecard should also be used by the
Supplier and an AA employee together at least once per month and rate the service and arrive at an agreeable score for the
particular area.
Small facilities may wish to use the Scorecard with the Supplier once or twice per month.
Large facilities should		randomly	pick an area of the facility to score with the Supplier at least once per week   Large facilities would
randomly pick 4 - 6 gates one week, restrooms another, lunchrooms/breakrooms another, cargo another, maintenance another,
the ATO and back offices another, and etc.
The inspections should be completed as close as possible after the Supplier's employees have cleaned the area.
Inspections of gate areas should not be accomplished after a bank for flights have departed, but early in the morning prior to
the first departures.  Or the inspections may be accomplished shortly after the Supplier is scheduled to clean the gate areas
after the bank for flights have departed but prior to the next bank of inbounds.
Keep in mind "working dirt".  I.E..;  Remember passengers and employees are continually using the areas to be cleaned.  The
Supplier may have cleaned the restroom and 2 minutes later a passenger/employee may toss a paper on the floor or dirtied a sink.
Complete the Score (1-4) and the spreadsheet will calculate the percentage.
AREAS OF THE SCORECARD:
Measure Terms - Definition
This is the definitions of the score.
Example:	A "1" is a low score attributed to a dirty area was scheduled to be cleaned and appears not to have been serviced.
	A "4" could be a very, very minor defect in the cleaning but no one would really notice or would be considered "cleaned "
	and within standard.  This is the highest score.
Inspected by:
This is used by either the Supplier and/or AA when rating by themselves and both the Supplier and AA would list their names.
Building, Floor, Area:
List the randomly selected area(s) to be inspected.
Account, Station, Date:
Completed by the inspecting individual(s).
Safety / Security Area:
Are safety equipment/procedures being followed?
Are AOA badges being worn?
Is the Supplier's equipment clean and in working order.
Categories:
This area should be modified to meet the facilities needs.
Score:
Insert the agreed to score (from 1-4).
Point Value:
This is determined in conjunction with the Supplier and AA management.
Again each facility is different.  The Point Value should be determined "from the eyes" of the "customer".  The customer is the
primary user of the area.  I.E.; the front of the ATO, gate hold areas, jetbridges and public restrooms are important to the AA
passenger.  The breakrooms and non-public restrooms are important to the AA employees using the areas.
Each location must assess a Point Value (from 1, the lowest, to 5, the highest) for each item listed in the Categories area.
Generally public restrooms used by passengers would be given a Point Value of "5" but employee restrooms would be given a Point
Value or "3" or "4".     Remember janitorial is primary for our passenger customers.
All area's will not be listed as a "5".   Realistic Point Values based on an area's relative importance must be given.
Total:
Excel will automatically calculate the total score when input.
Max Total:
Maximum total score that can be achieved and Excel will calculate.
Comments:
Used for notes and comments as to what needs specific attention.
NOTE:
Contact your purchasing representative (commodity manager) should you have any questions regarding the form/spreadsheet.